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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. IT Helpdesk Specialist - **Company:** Amerit Fleet Solutions - **Location:** Sidney, OH, United States (Remote available) - **Experience:** Expert - **Salary:** $72,800.0 - $79,040.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Apple IOS, Microsoft Outlook, Cyber Security, Desktop Computing, Monitoring of Systems, Issue Tracking Systems, Windows PowerShell, Azure Active Directory, Anti-Phishing, Remote Infrastructure Management, Microsoft SharePoint, Software Engineering, Scripting, Office365, Tablet Computers, Headsets, Peripherals, Malware, Microsoft InTune, Microsoft Onedrive, Information Technology, Deployment Automation, Laptops, 3-tier Architectures, Zendesk, User Accounts - **Published:** October 31, 2026 - **Apply:** https://www.adzuna.com/details/5919094913 ## About the Role * 6+ years of experience in an IT helpdesk, desktop support, or technical support role (mid-level to senior) * Bachelors Degree such as BS in Computer Science or IT * OR Relevant, Business CompTIA A+, Microsoft 365 Certified: Fundamentals, or Microsoft Certified: Endpoint Administrator Associate * Demonstrated ability to work independently, prioritize competing demands, and handle escalations with minimal supervision * Strong working knowledge of Microsoft Entra ID (Azure AD) - user/group management, device registration, basic conditional access concepts * Proficiency supporting Windows 10/11 operating systems * Experience with hardware imaging/provisioning tools (e.g., Autopilot, Intune) * Solid experience with Microsoft 365 administration and end-user support * Experience troubleshooting Android and iOS smartphones/tablets * Familiarity with remote management tools (e.g., NinjaOne, RMM platforms, Intune/screen-sharing tools) * Hands-on experience with Zendesk or similar ticketing systems * Understanding of basic cybersecurity concepts (phishing, malware, endpoint protection, password/MFA best practices) * Proven ability to manage a high volume of tickets while maintaining quality and SLA compliance * Strong troubleshooting skills for both hardware and software, in-person and remote * Excellent customer service and communication skills, with the ability to explain technical issues to non-technical users * Ability to work collaboratively within a larger, distributed IT team * Prior experience mentoring, training, or providing technical guidance to junior/entry-level support staff * Willingness/ability to occasionally adjust working hours to support East Coast, West Coast, and Canadian time zones, * Experience supporting a hybrid or fully remote workforce * Basic scripting knowledge (PowerShell) for repetitive task automation * Prior experience shipping/coordinating equipment logistics across multiple states/provinces * Ability to lift and carry IT equipment (up to 30-40 lbs) for hardware deployment and setup * Must be able to work on-site full-time at the East Liberty, Ohio office ## Description * Provide Tier 1, Tier 2 and Tier 3 technical support to end users via Zendesk, ensuring timely and accurate resolution of tickets * Manage and prioritize a high daily volume of support tickets (supporting a total user base of ~4,020 employees, including 20 on-site and ~4,000 remote), meeting SLA targets for response and resolution times * Deploy, configure, and image hardware (laptops, desktops, peripherals) for new hires and existing staff * Troubleshoot hardware and software issues both in-person (for local office users) and remotely (for distributed employees across the U.S. and Canada) * Administer and support user accounts, groups, and access via Microsoft Entra ID (Azure AD) * Provide support for Windows operating systems, ensuring devices are updated, secure, and functioning properly * Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.), including license management, mailbox issues, and app troubleshooting * Configure and troubleshoot smartphones (Android/iOS), including mobile device enrollment and management * Set up and maintain IT peripherals (monitors, docking stations, printers, headsets, webcams, etc.) * Utilize remote management and monitoring tools (e.g., RMM/MDM platforms) to support and manage remote endpoints * Apply basic cybersecurity best practices, including endpoint protection, phishing awareness, and secure device configuration * Maintain accurate documentation of issues, resolutions, and standard operating procedures in the knowledge base * Manage IT asset inventory, including hardware allocation, tracking, and lifecycle management (procurement to retirement) * Coordinate shipping/logistics for hardware deployment and returns for remote employees across multiple states/provinces * Escalate complex issues to senior IT staff or relevant teams as needed * Serve as an escalation point for complex or high-priority issues raised by junior helpdesk staff * Mentor and provide guidance to junior/entry-level helpdesk team members on troubleshooting techniques and best practices * Identify recurring issues and contribute to process improvements, automation opportunities, and documentation/knowledge base development * Collaborate closely with the broader IT team on projects, process improvements, and cross-functional initiatives * Deliver a consistently professional, patient, and service-oriented experience to all end users